Monica DuCharme
Las Vegas,NV
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
22
22
years of professional experience
Skills
- Customer Needs Analysis
- Excellent Attention to Detail
- Effective Written and Verbal Communication
- Organizational Skills
- Research and Analytical Skills
- Eagerness to Learn New Technologies
- Critical Thinking
- Typing, Editing, Proofreading
- Computer Software & Application Knowledge (MS Office, Adobe Acrobat DC, Google Suite, remote communication tools)
Work History
Licensed Insurance Agent
Self-Employed
Las Vegas, NV
04.2021 - Current
- Utilized direct marketing strategies, such as targeted email campaigns and cold calling, to approach potential clients and increase sales.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Provided coverage option information to assist clients in protecting assets.
- Calculated quotes and educated potential clients on insurance options.
Owner/Investigator
Meridian Investigative Solutions, LLC
Scottsdale, AZ
11.2017 - 11.2020
- Founded and managed Investigative business, growing revenue to $100,000 in first year.
- Managed day-to-day business operations
- Collected, analyzed and interpreted and documented statements, information, observations and evidentiary materials associated with investigations.
- Documented findings and prepared detailed reports.
- Tracked hours and expenses for billing purposes.
- Created and implemented new organizational and filing processes for case logs, criminal records, reports and agendas.
Director of Business Development
Implement Consulting, Inc.
Las Vegas, NV
07.2015 - 12.2016
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data and budget factors.
- Led change and transformation across business areas to deliver benefits and align company resources.
- Developed and executed strategic initiatives to implement key changes and improvements in business development and sales programs.
- Defined and integrated roles, responsibilities and processes for business team and data management organization.
- Streamlined operations by delivering recommendations for knowledge-base processes and procedures.
Assistant Front Office Manager
Treasure Island Hotel & Casino
Las Vegas, NV
06.2008 - 03.2014
- Interacted with customers by phone, email or in-person to provide information.
- Handled customer complaints while assisting desk agents with questions and problems.
- Oversaw group check-ins and pre-key arrangements.
- Directed and motivated office staff to deliver exceptional internal and customer support in hospitality setting.
Front Desk Agent
Treasure Island Hotel & Casino
Las Vegas, NV
06.2008 - 03.2014
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees and payments.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Resolved service-related problems and documented actions in system.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Point of Sale Specialist
Station Casinos
Las Vegas, NV
05.2006 - 09.2007
- Worked directly with Food & Beverage Directors at 16 casino properties to implement menus and specials.
- Gathered and defined Point of Sale requirements to develop clear specifications for implementation and support of new property and single outlet openings.
- Developed training handbooks, computer tutorials and reference materials and oversaw training for all Food & Beverage employees on operation of Point of Sale system.
Systems Engineer/Software Implementation Specialist
InfoGenesis
Las Vegas, NV
06.2005 - 05.2006
- Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
- Installed, configured, tested and maintained point-of-sale systems, application software and system management tools.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
Reservations Sales Associate
Canyon Ranch Health Resort
Tucson, AZ
08.2002 - 01.2003
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Consistently led top performers in achieving sales goals and service targets by cultivating and securing new customer relationships.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Provided follow through on all calls with confirmations and dissemination of requested information.
Guest Services Supervisor/Manager on Duty
Marriott University Park
Tucson, AZ
03.2001 - 07.2002
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Supervised team of 10 front desk agents and helped to resolve issues arising during shifts.
- Applied sales skills to maintain full hotel occupancy.
Guest Services Receptionist
Marriott University Park
Tucson, AZ
05.2000 - 01.2001
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved service-related problems and documented actions in system.
- Kept accounts in balance and ran daily reports to verify totals.
Education
Business Management
Arizona State University
Tempe, AZBusiness Management
University of Nevada - Las Vegas
Las Vegas, NVTimeline
Licensed Insurance Agent
Self-Employed
04.2021 - Current
Owner/Investigator
Meridian Investigative Solutions, LLC
11.2017 - 11.2020
Director of Business Development
Implement Consulting, Inc.
07.2015 - 12.2016
Assistant Front Office Manager
Treasure Island Hotel & Casino
06.2008 - 03.2014
Front Desk Agent
Treasure Island Hotel & Casino
06.2008 - 03.2014
Point of Sale Specialist
Station Casinos
05.2006 - 09.2007
Systems Engineer/Software Implementation Specialist
InfoGenesis
06.2005 - 05.2006
Reservations Sales Associate
Canyon Ranch Health Resort
08.2002 - 01.2003
Guest Services Supervisor/Manager on Duty
Marriott University Park
03.2001 - 07.2002
Guest Services Receptionist
Marriott University Park
05.2000 - 01.2001
Business Management
Arizona State University
Business Management
University of Nevada - Las Vegas
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